Innovative Community Outreach service gets people back to work. Future Focus.

Julie Hunt Outreach Manager, Hull Chris Stothard Future Focus Adviser, Hull

About Hull. 15, % people claiming JSA in Hull. of Hull’s population receiving JSA. Hull has the highest proportion of working age people claiming Jobseeker’s Allowance in the UK. Source: DWP Benefits (Nov ’11), JSA Count (Apr ’12) - NOMIS 34,510 people claiming benefits in Hull.

Background. Community Estate-based project launched in August Allocated nine Personal Advisers.. Presence in three of the most disadvantaged wards in Hull out of 23.. DWP Budget allocated for IT equipment, premises and customer barriers..

Concept. Proactively engage with local jobless people and their families. Identify and address individual and family barriers, helping them move closer to the labour market and into work. Develop a trust amongst the community. Work closely with local partners, providers and social landlords. Improve job opportunities for the local community. Understand the customer and family circumstances and identify a way forward. Identify and focus on the specific barriers individuals and their families face; action plan steps needed. Use Flexible Funding and partnerships to overcome barriers. Break down mistrust; develop open, honest relationships to provide the help and support needed. Work closely with social landlords to tackle worklessness and estate standards. Signpost, advise and procure support. Help employers recruit and sustain local workforces.

End of National project ended in March By this point we had become established and built strong relationships in the community with key partners.. Achieved 162 job outcomes and 49 training outcomes in eight months..

Due to the initial success, the District Manager continued decided to continue the outreach service, allocating six advisers to cover ten of the most disadvantaged wards in Hull.. No budget; relied on new and existing strong partnerships for premises, marketing and promotional material.. A new concept and remit was designed..

Remit. Any customer claiming benefits 0-12 months support with job search, ‘better-off in work’ calculations, in-work benefit advice, access to jobs, training and support to remove barriers.. Interview techniques, CV advice, help with setting up accounts, and basic IT skills.. Maintained Future Focus brand for continuity..

Partners & Surgeries. Children’s CentresCommunity Churches Training ProvidersAdult Education Centres Work ClubsCommunity Development Trusts Libraries Probation Services Women’s Projects Family Champions ESF Families with Multiple Problems provision Customer Service Centres

Customer Engagement. External. Created own marketing products such as posters, leaflets and name badges.. Delivered external presentations.. Set up referral systems with individual partners and organisations..

Customer Engagement. Designed and delivered referral Desk Aides.. Internal. Held ‘buzz meetings’ and case conferences with Jobcentre Plus advisers.. Designed and cascaded team newsletters to Jobcentre Plus colleagues sharing success stories and case studies..

Performance Management. Adviser Caseload Strategy.. Individual adviser job outcome targets.. Productivity benchmarks.. Performance comparison used to identify areas for improvement and good practice.. Regular team performance reviews and group case conferencing to celebrate success and share strengths..

Customer Insight. ‘Voice of the Customer’ telephone survey to gain customer opinion and feedback.. ‘Smiley Faces’ comments form to allow customers to praise or comment on service.. Regular interview observations to monitor quality of interview content.. Feedback regularly sought from Jobcentre Plus advisers and operations managers..

Outcomes. 228 Profile 338 ActualAchieved 148 % 100 Actual Jobs.Training.

Challenges. Managing partners’ expectations.. IT and remote connectivity in Outreach.. Engagement from Jobcentre Plus advisers.. Customer attachment to Future Focus adviser.. Delivering the service without a budget.. Risk Assessments and Security implications..

Case Studies.

Video. Meet some of our team and partners in their local communities.

April 2012 onwards. Focus on JSA customers aged Seven Personal Advisers.. Focus on wards with high JSA 25+ count.. Introduced rural coverage.. Stretching targets and monitored on length of unemployment.. New partnerships..

Hull’s Outreach Top Tips. Recruit the right people for the role.. Communicate effectively.. Produce clear marketing.. Build & maintain strong relationships with the community.. Get commitment from strategic partners.. Tailor service to the local community.. Prime location within the community..

We are delivering DWP/JCP services in the heart of the community were it is needed most!! Future Focus.